Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was led to believe that I was receiving a line of credit secured by equity, but it turned out to be a revolving credit arrangement, which resulted in unexpected interest charges.
  
  I borrowed $40,000 and have already repaid $39,000, yet I still owe approximately $2,000 in additional interest and fees.
  
  When I reached out to Avens customer service for clarification about these charges, I found them unhelpful and unwilling to resolve my concerns. [ Taken indication by BBB rep ****

  

  Business Response

  Date: 07/24/2025

  Dear Mr. ************,

  We hope this message finds you well. Aven appreciates the opportunity to respond to your concern.

  Please find attached our formal response, which provides clarification and addresses the matter in detail.

  Should you have any further questions or concerns, please do not hesitate to contact us at ************************************************************. Thank you.

   

  Best regards,

  The Aven Support Team

  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aven financial sent an Unsolicited offer to me despite having opted out of prescreened offers permanently. Based on Internet searches this is not the only occurrence. BBB should pursue legal action and recoup a fine from Aven for BBB's time and costs

  

  Business Response

  Date: 07/11/2025

  Dear *******,

  We hope this message finds you well. Aven appreciates the opportunity to respond to your concern.
  

  Please find attached our formal response, which provides clarification and addresses the matter in detail.
  

  Should you have any further questions or concerns, please do not hesitate to contact us at ************************************************************. Thank you.

   

  Best regards,

  The Aven Support Team
  
  

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aven refused to ******* back they have hit my account with fees. They are refusing to answer my call. I have used all theirethods of contacting but no one from the company will reapond

  

  Business Response

  Date: 06/27/2025

  Dear Mr.*********,

  We hope this message finds you well. Aven appreciates the opportunity to respond to your concern.
  
  Please find attached our formal response, which provides detailed clarification and addresses the matter thoroughly
  
  If you have any further questions or concerns, please do not hesitate to contact us at ************************************************************. Thank you.
  

  
  Sincerely,
  
  Aven Financial, Inc.

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23494058
  
  I am rejecting this response because: i have not received any call from the company nor my problem resolved.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 07/04/2025

  Dear *** *********,

  We're sorry to hear that our previous response did not fully address your concerns. However, our position on this matter remains unchanged.

  If you have any further questions or would like additional clarification, please dont hesitate to reach out to us at *********************************** Wed be happy to assist you.

   

  Regards,

  The Aven Support Team

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been divorced from my husband since 2019. The address this has been mailed to is my current boyfriends home, and addressed to my ex husband!!! I only use his address for gifts and such. However I still reside in *****. And this is the 2nd time in less than a week this same exact offer. This is ridiculous and is causing emotional stress for me. Not to mention, there is a number at the bottom to supposedly opt out, but then it asks for your social security number!!!!!! Please is there a way to stop this???

  

  Business Response

  Date: 06/24/2025

  Dear Ms. ************* hope this message finds you well. Aven appreciates the opportunity to respond to your concern.
  

  Please find attached our formal response, which provides clarification and addresses the matter in detail.
  
  Should you have any further questions or concerns, please do not hesitate to contact us at ************************************************************. Thank you.
  
  
  Sincerely,
  The Aven Support Team

• Initial Complaint

  Date:06/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not responsible for the debt alleged by AVENCCB. There is no agreement between me and AVENCCB, and they have not provided the original contract as requested.

  

  Business Response

  Date: 06/20/2025

  Dear Ms. **************** hope this message finds you well. Aven appreciates the opportunity to respond to your concern.
  

  Please find attached our formal response, which provides detailed clarification and addresses the matter thoroughly. A copy of this response, along with the supporting documents, has also been sent to the registered email address associated with your Aven account.
  

  If you have any further questions or concerns, please do not hesitate to contact us at ************************************************************. Thank you.

   

  Sincerely,
  

  Aven Financial, Inc.
  ************************************************************
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A portion of that debt was to be paid to Aven financial to settle a lien on the property ($62,752.83). A few days after closing (5/16/25) the money was wired to Aven financial per their instructions on the payoff quote (attached). There was an overpayment made to Aven (in the amount of $1233.64) and that overpayment was reflected on the account a few days later. Rather than close the account, release the lien and send me the overpayment per the instructions on the bottom their payoff documents, they charged me an additional 30 days interest and still hold a lien on my home. Now they're trying to tell me they're not going to refund the additional money charged and they want me to confirm closing of the account. I have documentation that shows a payment was made on 5/16 covering the interest (attached statement) before the payment due date of 5/19 and the account paid in full by 5/22. On 5/25 they charged me an additional 30 days interest from the overpayment and are stating that the additional charge was for interest owed from the billing cycle 4/26 to 5/26.

  

  Business Response

  Date: 06/20/2025

  Dear Mr. ******************** style="font-size: 0.875rem;">We hope this message finds you well. Aven appreciates the opportunity to respond to your concern.

  Please find attached our formal response, which provides clarification and addresses the matter in detail.
  

  Should you have any further questions or concerns, please do not hesitate to contact us at *********************************** Thank you.
  

  
  Sincerely,

  The Aven Support Team
  
  

  
  

• Initial Complaint

  Date:05/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a ***** with this company several months ago. First they lied about the amount i was to receive all the way to the end as we were closing and they through that out when it was too late for me to back out. Fast forward to now, i just paid off my balance with this company and they are closing out my card without communicating with me that they are. This business and its officials need to be fully investigated as i know im not the only one that this is happening to and i want a clear cut reason as to why after i paid the balance off from $68,349.12 which is more than what the payoff is and im owed money, that they fill its an ethical practice to not disclose to a consumer that they would be doing so. I have a father whom ive got to put in a nursing home and i would not have paid that out in its entirety if i would have been told by Aven my account would be closed out. The deceptive trade tactics of this company is hurting all consumers and because of their actions towards me, have put myself and my family in a bind.

  

  Business Response

  Date: 06/09/2025

  Dear Mr. ******************** you for taking the time to share your concerns. Weve carefully reviewed the issues you raised and appreciate the opportunity to address them directly.
  

  On April 7, 2025, you requested a payoff quote via the Aven app, which automatically triggered a temporary block on your account pending closure. Later that same day, you reached out to clarify that you only intended to request a payoff quote and did not wish to close your account. Based on your request, we promptly unblocked your account on April 7, 2025.
  

  However, your lender also requested a payoff quote on May 14, May 22, and May 29, and subsequently wired a payoff payment on May 30, 2025. This action triggered our system to again initiate the account closure process and your account was automatically closed on June 1, 2025 when the payoff amount was received. We understand that this was a miscommunication and we sincerely apologize for the confusion. We are updating our procedures to ensure that customers are notified when a lender initiates a payoff quote that may result in account closure, giving you a chance to confirm your intent before any changes are made.
  

  On June 4, 2025, your Aven Card was reinstated and your account terms remain unchanged. Your credit balance refund of $121.39 will remain on the account to be used for future charges, as discussed with one of our representatives on the same day.
  

  Additionally, wed like to address a separate concern you mentioned regarding your original line size. After reviewing your application, we found that the line size offered and accepted during the application process was consistent with the terms communicated. We did not receive any concerns from you regarding the offer prior to your signing of the documents. Please note that applicants have the opportunity to review and decline an offer before signing. If you would like further clarification on this matter, please do not hesitate to contact us at ************************************************************.
  

  We value your feedback and appreciate the opportunity to continuously improve our customer experience.  If you have any additional questions or concerns, please dont hesitate to contact us. Thank you!
  

   

  Best Regards,

  The Aven Support Team 
  

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an application. in March 2025.I was approved.The trustee was asked to verify information online before signing of equity line. The trustee was asked to provide identification online but was required to provide their social security number to submit verification of who they are. Since they are not applying for the loan they would not provide their social security info. So online verification could not verified To submit information online they are forced to provide their social security number based on ap requirement. There is no other way.However Aven did allow us to meet in person with an attorney who is a mobile notary. The attorney verified the Trustees information in person. This happened May 2, ******** checking in when Aven credit card will arrive because you get the card supposedly after 3 day rescission then delivery 2 weeks later thru the united states postal service. Four days earlier they emailed me that they will not move forward because the Trustee must submit their picture id and valid drivers license but in order to upload these documents the app requires the trustee's social security number to complete the process.An attorney mobile notary seeing the trustee in person and validating who he is with a drivers license should be sufficient which was completed May 2nd, 2025.I cant get a person on the line who can make decisions. Most of the process is texting on your phone then Filipino Virtual Assistants who really are only doing what they know from the company which is not enough. If they cannot provide the equity line because they want my trustees social security number then we need to end this now. It will not happen. I am tired of these time delays and shenanigans.Take the lien off my property. Tell me you turned me down.there are a loit of complaints on this company. If you have direct customer interaction you would have less complaints.

  

  Business Response

  Date: 06/02/2025

  Dear Ms. ********************** you for your patience throughout this process and for giving us the opportunity to address your concerns. After careful review of the application and supporting documents, we confirmed that while the individual you identified was listed as a trustee of the trust holding the property, youas the applicantwere not listed as a trustee or as an owner on the most recent recorded transfer document.

  
  Because Aven loans are secured by real property, were required to ensure that the borrower has the legal authority to encumber the property. In the case of a trust, this authority lies solely with the trustee(s). Since you were not named as a trustee or otherwise authorized to act on behalf of the trust according to public record accessible to Aven, we were unable to move forward with the application.

  
  We understand there was concern about the trustee being asked to verify his identity online, including submitting a Social Security number. While he was not the borrower, his verification was required to meet federal identity verification standards. We recognize that this step may have felt redundant following the mobile notary session, and were sorry if that wasnt made clearer.

  
  We also regret that your communication experience did not meet expectations. While we use secure messaging to streamline parts of the process, our team is always available by phone and we appreciate your feedback on how we can improve.
  

  If property ownership documentation is updated in the future to reflect your authority encumber the application property, wed be happy to review a new application. In the meantime, we thank you again for your time and understanding.

  Regards,
  The Aven Support Team
  

  
  

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has an application called Aven Advisor. They are promoting the ability to receive $5 ********** but it doesn't allow you to fulfill the offer since the application doesn't allow you to successfully enter in the account information to fulfill the offer. Also, the home value is incorrect and doesn't even display the home that is being valued. Obviously it is not my home that's being valued since it would be missing a couple zeros on the end. I think if they updated the application I would qualify for the $5 ********* promotion. I see other users qualify for the promotion and they still don't receive it. Sounds like they are doing deceptive practices. There is no way to get a hold of anyone since their is no support. Hopefully, they will resolve this issue soon.

  

  Business Response

  Date: 06/02/2025

  Mr. *********************** you for taking the time to share your concerns. Weve carefully reviewed the issues you raised and appreciate the opportunity to address them directly.

  
  First, regarding the difficulty you experienced when attempting to connect your bank account through Plaid in order to qualify for the coffee promotionwe understand this was frustrating. After investigating, we initially identified a technical issue on our side that caused the system to repeatedly prompt for verification. Upon further review, we discovered the core issue was a freeze on your Experian profile, which prevented access to the credit data required for eligibility. We recognize that the process was not clearly communicated, and we regret the confusion. Weve since made updates to improve how this requirement is surfaced to users and ensure a smoother, clearer experience moving forward.

  
  You also expressed concern about the valuation displayed for your property within the Aven Advisor app. The figure shown is whats referred to as an Automated Market Valuation (AVM), provided by a third-party data provider. While **** are useful for general property insight, they do not always reflect the precision of a certified market analysis or appraisal. We understand that this may have caused confusion, and we are actively evaluating ways to improve the reliability of the valuation data we present.

  
  Lastly, we acknowledge your dissatisfaction with the support experience. We sincerely regret any frustration this caused. Supporting our users effectively is a top priority, and were working on enhancements to ensure were more responsive and helpful going forward.

  
  Weve now reviewed and updated your account, and are welcome to return to your Aven Advisor account to activate your free coffee promo. Additional benefits remain available should you continue to meet the eligibility criteria.

  
  We appreciate your feedbackits instrumental in helping us improve. Thank you again for being part of the Aven Advisor community.

   

  Regards, 

   

  The Aven Support Team

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I wonder if you will add the ability for multiple properties someone may own? Also, what about a different third party app for home values, like Zillow? The values listed is probably the 20% down payment I paid years ago and the value has only increased 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to Aven home equity credit card and they requested to add them as loss payee to my flood insurance and I did that ten days and there is no update even they said they would get back with me in two days. I mailed them several times without any ************ I stuck with their bank information in flood insurance and I dont know how to remove that information.

  

  Business Response

  Date: 05/23/2025

  Hello BBB,

  We appreciate the opportunity to address and respond to Mr. ******* concerns. Attached here is the summary of the events that transpired and our resolution.

  Should you have any further questions or concerns, please do not hesitate to reach out to us at *********************************** Thank you!

   

  Best regards,

  The Aven Support Team